Contact Center Pipeline

MARCH 2, 2021

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].

Contact Center 147

Contact Center Call Center Customer Experience 147

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. Thaler and Sunstein, 2008, 2009). This way, if a customer has strong feelings about renewals, then they are still in control and won’t feel swindled, an emotion that does no Customer Experience any favors.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Customer Experience Matters

JANUARY 16, 2018

This is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience. People are instinctively Read More.

Customer Experience 0

Customer Experience Government Personalization Accountability 0

ShepHyken

NOVEMBER 29, 2016

Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers.

outsourcing 313

outsourcing Banking Customer Support Customer Service 313

Beyond Philosophy

JANUARY 9, 2021

We argue that designing these moments intentionally to help people make decisions that drive value for them and your organization is key to revolutionizing your Customer Experience in the post-pandemic era. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Little company investment.

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

GetFeedback

OCTOBER 21, 2019

At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. What is customer experience management?

Customer Experience 79

Customer Experience Management Surveys Feedback 79

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. Economic Theory Helps Explain Customer Behavior Too.

Marketing 325

Marketing Consulting Consulting Government 325

Win the Customer

MARCH 8, 2017

Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. The post Emotional Branding Case Studies to Emulate Great Customer Experience appeared first on Win the Customer!

Customer Experience 118

Customer Experience Coaching Marketing Sales 118

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. They also revolutionized their process and started building technology into the customer experience. I included them in the chapter on technology. So, they improved.

Technology 222

Technology Customer Service Customer Experience 222

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. What drives a positive experience is applicable to any industry. So let me guide you through my latest customer experiences.

Customer Service 224

Customer Service Wireless Chatbots Airlines 224

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Customer Experience 65

Customer Experience Banking Benchmark Enterprise 65

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. Their customers go to Whole Foods for organic grocery items and not a whole lot else, which allows them to own their niche.

Marketing 250

Marketing Customer Service Consulting Consulting 250

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Consulting 403

Consulting Consulting Customer Experience 403

CSM Magazine

OCTOBER 6, 2022

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. ” Founded in 2008, 60K provides CXM services to leading U.K., ” Founded in 2008, 60K provides CXM services to leading U.K.,

Entertainment 52

Entertainment outsourcing Telecommunications Education 52

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Molded In Customer Experience Enthusiasm. Shep Hyken.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

ijgolding

DECEMBER 11, 2014

It was not until 2008 that is started to make waves in the airline industry with the delivery of a new fleet of aircraft. My reviews are based on a format I created to assess experiences I have with a variety organisations. They are intended to act as a demonstration of how Customer Experiences affect the customer in a number of ways.

Airlines 110

Airlines Customer Experience Self service Personalization 110

ShepHyken

APRIL 11, 2017

Top Takeaways: A repeat customer will do more business with you than a new customer. Repeat customers spend more. The CEO and leadership team must buy in to the power of the NPS measurement and approve a budget for customer experience and retention. Customer feedback should be responded to in a timely matter.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Beyond Philosophy

JUNE 26, 2017

Per, Retail Customer Experience, the CEO said they would close the stores because of “ persistent traffic decline.”. Mortgage bonds that were sold in 2012 stand to create the “next big short,” much like the mortgage-backed securities that went belly-up due to the subprime home loans in 2008. Then, The Children.

Consulting 305

Consulting Consulting Sales Customer Experience 305

ShepHyken

JUNE 19, 2020

As Shep mentioned during our special webinar , “If your employees and customers are nervous, uncertain and even scared, you owe it to them to communicate at a much higher frequency and much more empathetic than you ever have before. There’s Nothing More Important to a Growing Business Than Your Customer Experience.

Customer Service 200

Customer Service Feedback Marketing Technology 200

ShepHyken

MAY 8, 2020

Indeed, customers are doing you an enormous favor by taking the time to alert you to a problem when it occurs, or to their happiness, when that’s the outcome. The value of feedback is heightened today, as customer experience sways purchase decisions more than ever. Because truth requires math. Exactly opposite feedback.

Feedback 167

Feedback Customer Experience Marketing Technology 167

ijgolding

SEPTEMBER 8, 2015

Since the global economic crisis in 2008, I have found myself pondering over this question more and more – usually when wading through treacle or pushing water uphill – largely because bureaucracy is so expensive!! So is bureaucracy necessary, or is it destroying employee and customer experiences?

Customer Experience 99

Customer Experience Government Morale Management 99

CSM Magazine

JUNE 7, 2023

About makepositive makepositive (part of Sabio Group), is a dedicated, multi award-winning (Platinum) Salesforce consulting partner since 2008. With over 1800 successful project deliveries so far, we have a wealth of experience across the entire Salesforce platform, helping companies across industries transform and accelerate time-to-value.

Wireless 52

Wireless Customer Service Telecommunications Consulting 52

ClearAction

JUNE 25, 2023

When you start your experience strategy with expectations and annuities, you’re on the path to engage every work group across your enterprise to ensure great customer experience, partner experience, and employee experience. That’s a huge disadvantage for experience management.

Enterprise 62

Enterprise Management Customer Experience Marketing 62

TeamSupport

JANUARY 9, 2024

At the same time, help desk software became more sophisticated in the mid-2000s, offering integrated solutions for managing customer support tickets, automating workflows, and tracking performance metrics. This period also saw the adoption of customer support ticketing systems. Fun fact: TeamSupport was founded in 2008!

Customer Support 59

Customer Support Technology CRM Chatbots 59

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

Consulting 52

Consulting Consulting CRM Marketing 52

Clarabridge

MARCH 30, 2017

Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today. This was a huge, time-consuming undertaking.

Surveys 45

Surveys Customer Experience Feedback Analytics 45

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. The Great Resignation is also upon us.

Journey mapping 97

Journey mapping Chatbots Contact Center CRM 97

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). There are three key considerations – and they all have customer experience at their core: 1. Giant businesses such as Kodak, Toys R Us and Blockbuster have all disappeared.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Tethr

JULY 17, 2019

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty.

Customer effort 49

Customer effort Surveys Analytics Metrics 49

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Customer Experience 186

Customer Experience 186

Spearline

NOVEMBER 25, 2019

If you manage and run a contact center you should ensure your agents aren’t left in the dark and are proactively prepared for your customers during one of the busiest times of the year. increase since the financial crisis in 2008. Poor audio quality can impact call handling times as well as customer experience.

Contact Center 89

Contact Center Interactive Voice Response First call resolution Marketing 89

CSM Magazine

JULY 4, 2022

” VM Elevators was established in London in 2008 and has since grown to a nationwide company serving more than 50 locations across the UK. We are also reducing harmful emissions with home working, advanced scheduling and sharing of resources with other BigChange users. These are real savings for both the planet and the business.”

Finance 52

Finance CRM Engineering Enterprise 52

Fonolo

JULY 10, 2019

Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear. Back in 2008, then CEO David Labistour looked at the tea leaves and saw that “the times they were a-changin.’” While MEC’s co-op status is unique, companies are short-sighted if they focus solely on just meeting short-term revenue goals.

Healthcare 103

Healthcare Call Center Engineering Self service 103

CSM Magazine

OCTOBER 20, 2020

ECS is also seeing considerable interest from existing customer experience (CX) clients looking to use machine learning and analytics to assess customer sentiment and caller trends. Founded in 2008, we are devoted to enabling enterprises to change the way they change.

Engineering 52

Engineering Consulting Consulting Enterprise 52

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Customer Experience 150

Customer Experience 150